it helpdesk priority matrix and categorization by acuho-i
DESCRIPTION
When building out an IT support services helpdesk, it is important to have direction and data at the core of the model. Establishing urgency and impact guidelines to determine priority via a matrix is an objective way to schedule work effort and service the organization. Priority model, matrix, and presentation created and prepared by Shaun Holloway. @shaunholloway http://www.srholloway.comTRANSCRIPT
IT Support Services
The Helpdesk
Where We… WERE• Proverbial
black hole
• “If it ain’t broke…” it will be soon
• There was anIT Dream
Where We… ARE• More
predictable and reliable
• Still reactive, less proactive
• Service provider
Where We… ARE GOING
• Scalable and centralized
• Proactive and procedural
• Service management
HOW… We are Getting There• With you
on board
• With systems and processes
• With data and analytics
PRIORITYASSIGNMENT MODEL
Urgency GuidelinesRank Guidelines
Urgent
Service is unavailable Immediate restoration of service is expected Customers are unable to work and no work around is available
High
Partial loss of functionality or access to services or a resource Customers expect quick resolution and can bear minor delays May or may not be a work around and partial relief possible/necessary
Medium
Service is not functioning properly Customers may be inconvenienced but can still perform tasks May or may not be a work around and full relief possible but may not be ideal resolution
Low
Classified as a “nice-to-have” or wish list item for future assignment Customer’s experience may be able to be improved Does not affect function or accuracy of information
Impact Guidelines
Rank Guidelines
Extensive Affects all users and multiple systems
Significant Affects large percentage (60+%) of active users and primary systems
Moderate Affects limited percentage (~30%) of users and secondary systems or a module(s) within a primary system
Minor Affects a specific group of users and a system module(s) or function(s)
Priority Matrix
Impact
Urgency Urgent High Medium Low
Extensive P1 P1 P2 P4
Significant P1 P2 P3 P4
Moderate P2 P2 P3 P4
Minor P2 P3 P3 P4
Priority Level Expected Response
P1 Within 1 business dayIT internal response fulfilled
P2 Within 3 business daysIT internal response fulfilled
P3 Within 5 business daysIT internal response fulfilled
P4 To be scheduled into operations
TICKETCATEGORIZATION
TYPE• when something a customer has is broken and needs to be fixed. Commonly called “break/fix” tickets.
Incident
• when something needs to be moved, changed, installed, purchased, or allowed access
Service
• when a customer has general questions or needs explanation or training of any kind
Inquiry
• when an issue is identified with a system or environment that contains a security threat or risk
Security
SERVICE
• Account Management• Application and Web• Course Development• Database Management• Workstations• Learning Management
• Marketing and Content• Meetings and Events• Network and Security• Telecommunication• Training and
Documentation
PRODUCT
LMSAMSCMSFMSLibrary MSMobileEmail
Workstation SoftwareWorkstation HardwareConference - F2FConference – VirtualMeeting – LocalHosting and DomainOnline Collaboration
Online CommunityData AnalysisMedia CreationPrintingInternship Application
Data and Analytics• By Category
• By Contact
• By Priority
• Or any attribute to measure performance
Helpdesk System
• Leverages existing system and accounts
• Web-based and accessible
• Data Driven
HOW YOU CAN HELP
BE NICEFriendly people are more fun.
BE RESPONSIVEScope to get scale. Explore and try.
BE OBJECTIVEAttack logically. Eliminate variables.
EMAILWe like documentation.
STOP BYWe like seeing you.
CALL USWe like hearing your voice.
ACUHO-I.ORG